An Empirical Study of the Impact of IT Intensity and Organizational Absorptive Capacity on Customer Relationship Management Performance

Authors

Jashen Chen, Department of Business Administration, Yuan-Ze University, Chung-Li, TaiwanFollow
Russell K.H. Ching, Management Information Science Department, California State University, USAFollow

Document Type

Article

Abstract

In recent years, e-Business has emerged as a mainstream business practice. Engaged in highlycompetitive Internet -enabled markets, many business organizations have turned to customer relationship management (CRM), a computer -based information system that allows them to gain greater insight into their customers’ needs, to gain a competitive advantage. Consequently, CRM has risen to become a key ebusiness issue. Yet, many critical organizational factors underlie the success and performance of CRM. This study examines the impact of information technology (IT) intensity and organizational absorptive cap acity on CRM practices and performance, and presents a research model. Data collected through a survey of Taiwan financial service institutions suggest that CRM practices mediate the effects of IT intensity and organizational absorptive capacity on CRM performance.

Recommended Citation

Chen, Jashen and Ching, Russell K.H., "An Empirical Study of the Impact of IT Intensity and Organizational Absorptive Capacity on Customer Relationship Management Performance" (2002). ICEB 2002 Proceedings (Taipei, Taiwan). 143.
https://aisel.aisnet.org/iceb2002/143